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Description

In North America, call centers are a $13 billion business,
employing 4 million people. For managers in charge of a call center
operation, this practical, user-friendly guide outlines how to
improve results measurably, following its principles of revenue
generation, efficiency, and customer satisfaction. In addition,
this new edition addresses many industry changes, such as the new
technology that's transforming today's call center and the
location-neutral call center. It also helps readers determine
whether it's cost-efficient to outsource operations and looks at
the changing role and requirements of agents.

The ultimate call center guide, now revised and updated

The authors have helped over 60 companies improve the
efficiency and effectiveness of their call center operations

Offers comprehensive guidance for call centers of all sizes,
from 20-person operations to multinational businesses

With the latest edition of Call Centers For Dummies,
managers will have an improved arsenal of techniques to boost their
center's bottom line.